Create a Task Creation Template for Requests?

[KristinaN]

We are just now rolling out ITSM and something we did in our previous system is add a template of tasks to an existing ticket on an as needed basis. For example if a Request for our Lab comes in and we determine it falls under these specific circumstances we add a template to the Request which adds the same 10 tasks to the Request each time. Is this possible? If not is there another way to handle this re-occurring work? We would not need the template on all of those Lab requests that come in just specific ones. We will not know if it qualifies until the Request comes to the Lab queue for review. Thanks!

[shantanu_patel8]

Hi @KristinaN 

We do have functionality in ServiceNow to handle the frequent reoccurring jobs.

You will need to follow the steps mentioned here https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/form-administr... to properly configure these templates in the instances.

Please mark the answer helpful and correct if it resolves the issue. Happy scripting 

-Shantanu

[Rakesh18081]

HI @KristinaN 

you can achieve this in ServiceNow using Task Templates or Workflow Automation. Here are a few approaches:

1. Task Templates (Manual Application)

• You can create Universal Task Templates that allow agents to apply predefined tasks to a request when needed.
• When a request qualifies, the Lab team can manually apply the template, adding the same set of tasks each time.

2. Workflow Automation (Conditional Task Creation)

• Use Flow Designer or Business Rules to automatically add tasks when a request meets specific conditions.
• Example: If a request is assigned to the Lab queue, a workflow can check predefined criteria and trigger task creation.

3. Scripted Action (Dynamic Task Addition)

• If the conditions are complex, a scripted action can dynamically add tasks based on user input or request attributes.

Regards

Rakesh Agarwal